Field Liaison, PSC Program Operations

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

• Act as the primary contact for the Patient Service Center Operations for designated Field Reimbursement team members.

• Facilitate communication regarding patient access cases, access trends, and updates on PSC operations.

• Engage in business reviews, pipeline calls, and regional meetings with FRM/FRAD.

• Convert barriers and insights identified by the field into actionable plans and process enhancements for PSC.

• Relay information about PSC services, workflows, SLAs, escalation paths, and documentation requirements to healthcare provider offices and patients.

• Gather and disseminate PSC performance metrics to bolster field strategies and account planning.

• Maintain ongoing feedback loops and document interactions, escalations, and resolutions within CRM and PSC case management systems.

• Manage and coordinate the resolution of intricate access and reimbursement challenges.

• Address reimbursement obstacles specific to patients and accounts, along with assistance programs.

• Oversee high-priority escalations and ensure timely updates on resolutions.

• Assist in the rollout of patient access initiatives, updates in payer policies, and field reimbursement playbooks.

• Collaborate on launch preparedness and major projects by pinpointing process deficiencies and suggesting improvements.

• Contribute to the reporting and dashboards utilized by FRADs.

• Ensure that communications and materials comply with non-promotional and regulatory standards.

• Function in accordance with HIPAA, OIG, and other relevant regulations.

• Occasionally travel for regional gatherings, business reviews, workshops, and training sessions.

⛳️ Requirements

• A Bachelor's degree is required, ideally in healthcare, life sciences, pharmacy, or business administration.

• A minimum of 3 years of experience in pharmaceutical or biotech operations, patient services, field reimbursement support, payer relations, or related areas.

• Experience in collaborating with or assisting Field Reimbursement Managers, Field Reimbursement Associate Directors, Market Access, or Patient Support Services teams.

• Strong communication skills and the ability to present information clearly and confidently.

• Highly organized and flexible, capable of handling multiple escalations efficiently.

• Knowledge of specialty reimbursement procedures, including benefit verification, prior authorization, appeals, coding, and financial aid.

• Ability to manage relationships across functions without direct authority.

• Proficient in CRM and case management tools.

• Experienced with Microsoft Office applications.

• Adherence to non-promotional guidelines and relevant regulations, including HIPAA and OIG standards.

• A Master's degree is preferred.

• Experience in specialty product access, especially in immunology, oncology, or rare disease programs, is an advantage.

🏝️ Benefits

• Primarily remote work setup.

• Occasional travel opportunities (approximately 10–30%) for regional meetings, business reviews, workshops, and training.

• Inclusive interview process with accommodations for applicants.

• Commitment to equal opportunity employment.